Experience

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  Halo interactive

  Aug 2006 - Mar 2007

  Web developer

  Learned to work in a mature environment, with a well designed framework and used the knowledge to develop a couple of new project that were integrated in the solution provided to the customer.

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  Offshore solutions

  Mar 2007 - Jun 2007

  Web and windows solutions developer

  Developing and defining specs for applications required by the clients.

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  Microsoft

  Jul 2007 - Sept 2010

  Se

  Supporting Premier customers with their SharePoint environments (from version 2003 to the 2010) - search, variations, updates, migrations, etc. issues.

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  Microsoft

  Jul 2011 - Jul 2012

  Technical escalation lead

  Office 365 Services Escalation Lead - creating an maintaining the tools and processes to facilitate the escalation process/accessing escalation resources.Contributing to building the support business for new technologies.

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  Microsoft

  Aug 2013 - now

  Technical advisor (office 365)

  Monitor and evaluate performance, supports readiness, and evaluate driver improvement in support quality for partners support teams. Work with readiness and training teams to optimize the curriculum, reducing the delivery time requirement, and to enhance the material. Perform technical mentoring of others to share technical expertise. Contribute to the success of the team by providing mentoring, coaching, and role readiness training.Help drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes. Serve as an early warning system, notifie appropriate impacted audiences, and make recommendations on how to fix it. Improve existing troubleshooting workflows and develops new troubleshooting tools. Generate process improvement ideas by analyzing trends.Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations - and as necessary take ownership to produce a positive customer outcome. Show less